Empirical Investigation on Influence of Employee Skill Development and Continuous Service Improvement on Service Delivery in Huduma Centres in Nairobi City County, Kenya

Abstract

Although Total Quality Management (TQM) programs help to improve customer service delivery, state-owned corporations like Kenya's Huduma Centres have continued to face significant difficulties in meeting the evolving needs of its clientele. Despite the Kenyan government's efforts to enhance the provision of public services by opening Huduma centers, empirical evidence reveal customer dissatisfaction continues to prevail. The goal of the study was to determine how overall quality management strategies affected the provision of services in Huduma Centers in Kenya's Nairobi City County. Determine the impact of employee skill development and continuous service improvement on service delivery in Huduma Centers in Nairobi City County, Kenya, was one of the study's particular goals. Theory of overall quality management served as the study's foundation and backed up by the gap analysis model and the notion of dynamic capacities. The problem was investigated using a descriptive research design in the study. The study's sample size was 185 respondents, with a target population of 343 employees from the five Huduma Centers functioning in Nairobi City County. While secondary data was gathered from documented human resource records, primary data was gathered utilizing questionnaires. The researcher will assess the research's validity by consulting with lecturers from Kenyatta University's department of business administration and experts in quality management, while the Cronbach Alpha method will be used to assess the reliability of the research instrument. While content analysis was used to evaluate qualitative data, descriptive and inferential statistics like correlation and regression were employed to study quantitative data. Tables were used to present the examined data. According to the study's findings, service delivery in Huduma Centers in Nairobi City County, Kenya, was positively impacted by employee skill development and ongoing service improvement.